Customer sentiment at a glance

You can't read everything

As your customer base grows, the volume of conversations grows with it. Support tickets, chat transcripts, NPS responses, app store reviews, social mentions — there are more signals than any team can manually process.

The result is that CX teams react to individual escalations without seeing the broader pattern. A single angry customer gets attention. A slow decline in sentiment across an entire segment goes unnoticed.

"We were firefighting escalations while sentiment was slipping across our entire enterprise segment. We had no idea." — Director of Support

How Propane makes sentiment visible

Propane analyzes every customer interaction and assigns sentiment scores at the conversation, account, and segment level. You see how customers feel right now, how that's changed over time, and what's driving the shift.

Multi-channel aggregation

Sentiment isn't just in support tickets. Propane pulls from every channel — email, chat, phone transcripts, surveys, reviews — and normalizes the data so you get a consistent view regardless of source.

Trend detection

A single data point is noise. A trend is signal. Propane highlights sentiment trends by segment, product area, and time period so you can distinguish between a bad day and a systemic issue.

From awareness to action

Seeing sentiment is step one. Propane also surfaces the themes driving negative sentiment — billing confusion, onboarding friction, feature gaps — so you can prioritize the systemic fixes that move the needle.

"Now we fix the root cause instead of apologizing for the same issue over and over." — CX Lead

Drill-down capability

Click into any sentiment metric to see the underlying conversations. Understand not just that sentiment dropped, but exactly why — in the customer's own words.

Who uses this

CX leaders tracking customer health at scale. Support managers prioritizing team focus areas. Executive teams monitoring brand health and customer satisfaction.